How to Complain to the Royal Mail

If Royal Mail takes longer than 90 days to solve your complaint you can go straight to POSTRS without a referral from the Postal Review Panel. You can do this online using their claim form, over the phone or by writing to them.

We didn't want to waste the court's time, so before we started legal action against Royal Mail, we tried one last attempt to get some sense from Royal Mail.

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Our story documents our experience of following the Royal Mail Complaints Procedure, and is intended to offer guidance on how to complain to Royal Mail. First step - Customer Services Call Royal Mail Customer Service Centre and make your complaint.
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Who to complain to

How to contact Royal Mail complaints. We strive to give you a reliable service, but if something goes wrong you can complain to us and give your feedback here.

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England This advice applies to England: England home Advice can vary depending on where you live. Advice for other parts of the UK: Northern Ireland home Scotland home Wales home. Did this advice help? Why wasn't this advice helpful? It isn't relevant to my situation. This will look like this: From our experience, call centre staff are not able to resolve issues, just log them for someone else to address.

In our case, we next received a letter that completely failed to address the complaint. We phoned, but were only able to get a new note added to our complaint. In the end, we wrote a further four letters, and received three unhelpful replies.

We finally received a response from a Royal Mail Customer Services Manager, plus a "goodwill payment", which did not cover the refund requested. If you can't get your complaint resolved with Customer Services, you then start to follow the formal complaints process, as outlined on the Royal Mail Complaints Process site. They're part of the Royal Mail, but claim to take a "fresh and impartial" look at the complaint, before giving a final judgement. You can raise your complaints online: Link to Postal Review Panel , or by posting a letter to:.

You should get a response "within 30 days", and you must have a complaint reference number e. We tried the online method, where you fill in a form outlining the complaint in one box and the resolution you expect in a second box.

Make sure you keep a copy of what you've sent. After submitting our complaint, we got the following: Please be assured that we will now investigate the matter and a full reply will follow once our enquiries have been completed. In our case, the Royal Mail Postal Review Panel failed to respond within their 30 day period, despite being chased.

This allowed us to escalate the complaint to the regulator, PostComm. More of this later. Frustratingly, local post offices appear to be unable to send mail to the supplied Freepost address, as there is no postcode. If you want to send your complaint by Recorded Delivery, we've managed to obtain this address:. You can find full details of how to escalate your complaint to the Postal Redress Service here: Provided that you have attempted to follow Royal Mail's complaints procedure, and have had no luck from the Postal Review Panel, you may apply for your complaint to be reviewed by the Postal Redress Service.

We did this in March , and received a ruling in May Filing a complaint is straightforward. You can download a form, or apply online. We went for the online option, which then required us to submit our evidence to them.

Royal Mail are then allowed to enter their defence. A copy of their defence was sent to us, and we were offered the chance to respond. Our guidance is tailored specifically for every type of issue. We provide a wide range of flexible email templates for you to adapt to your needs — just slot in the specific details for your case, and in a few short clicks your issue will be ready to go.

Your case file is a secure online location for all important documents regarding your issue. You can upload photos, tickets, copies of receipts or external emails from before you raised your issue with Resolver. One of the most important aspects of a complicated issue is keeping a record of all your correspondence regarding the complaint — Resolver does this for you automatically. Want to help others get their issues sorted fast or see the latest updates about how Resolver can help you?

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Royal Mail

How to contact Royal Mail complaints. We strive to give you a reliable service, but if something goes wrong you can complain to us and give your feedback here. * * * * *.. If you have a reference number and want to check where your item is, please use Track your item. Email. If you are already registered on, please enter your details here: *Indicates a required field. Your login details will be sent across a secure connection. We would like to show you a description here but the site won’t allow us.